Terms and Conditions and Complaints Procedure

1. Introductory provisions

These terms and conditions and complaints procedure (the “Terms”) govern the rights and obligations in connection with accommodation in the cabins “Chata u Paliho 1” and “Chata u Paliho 2” in Pribylina (the “cabin”). The cabins are operated by:

TATRY GERLACH, spol. s r.o.
Lidická 1537/16, 059 51 Poprad - Matejovce, Slovakia
Company ID (IČO): 36 459 402
Registered in the Commercial Register of the District Court Prešov, section: Sro, insert no. 11517/P
Phone: +421 903 990 002
E-mail: info@chatyupaliho.sk

(the “Operator”). The accommodation consists of renting a whole cabin to the guest for the agreed period. “Guest” means the person who books the accommodation; “consumer” means a guest who does not act within the scope of their business.

If you book through the Mega ubytovanie portal, the portal’s own terms and conditions apply to your relationship with the portal. For the stay itself, the house rules and complaints, these Terms apply to the extent that the portal’s terms do not provide otherwise.

2. Booking and conclusion of the contract

1. You can express interest in a stay by phone or e-mail. The website has no binding booking system and no contact form.
2. Based on your inquiry (dates, number of persons, any pet), the Operator will send you an individual offer. The offer contains in particular the price, the amount and due date of the deposit, the cancellation conditions and information on the local tax (accommodation tax).
3. The booking becomes binding when the deposit is paid by the date stated in the offer. By paying the deposit, the guest confirms having read and agreed to the offer and these Terms.
4. After receiving the deposit, the Operator sends a booking confirmation. The accommodation contract is concluded at the moment of this confirmation.
5. If the deposit is not received by the stated date, the Operator may release the dates to other interested parties.

3. Price and payment terms

• The price of the accommodation is always stated in the individual offer and booking confirmation, including what it covers (e.g. energy use, bed linen, final cleaning, firewood, additional services). Prices on the website are for information only and are not a binding offer.
• The amount of the deposit and its due date are stated in the offer. The guest pays the rest of the price by the date and in the manner stated in the offer, usually before arrival or at check-in.
• The accommodation tax under the generally binding regulation (VZN) of the municipality of Pribylina is stated in the offer, either as part of the price or as a separate item payable during the stay.
• If the offer provides for a refundable security deposit (“kaucia”), the Operator states its amount and refund method in the offer. It is returned after the cabin is handed over, unless it must be used to cover damage caused by the guests.
• Payment can be made in the way stated in the offer (usually by bank transfer).

4. Cancellation and changes

1. The guest may cancel or change the booking (dates, number of persons) in writing or by e-mail. The date on which the notice reaches the Operator is decisive.
2. The cancellation conditions, i.e. any cancellation fees and deadlines, are stated in the individual offer and booking confirmation. The guest accepts them by paying the deposit.
3. A change of dates is possible subject to availability and by agreement with the Operator; the Operator will notify the guest of the conditions of the change.
4. If the Operator cancels the booking for reasons on its side (e.g. a breakdown or unavailability of the cabin), it will refund all payments made in full, without undue delay and within 14 days at the latest. With the guest’s consent, the Operator may offer an alternative date or other accommodation.
5. Early departure of the guest does not entitle them to a refund unless otherwise agreed.

5. Withdrawal from the contract

Under Act No. 108/2024 Coll. on Consumer Protection, a consumer has no 14-day right of withdrawal from a contract for accommodation services that are to be provided on a specific date or during a specific period. The accommodation contract for the cabin is such a contract. The guest may cancel the booking under the cancellation conditions in section 4 and in the offer. The guest’s statutory rights, including rights arising from defects in the service, remain unaffected.

6. Accommodation, arrival and departure, guest’s duties

• Check-in is from 15:00 and check-out by 10:00. Other times are possible by agreement with the Operator.
• At check-in, the guest must present a valid ID document. By law, the Operator must keep an accommodation book and report the stay of foreign nationals (see Privacy and Cookies).
• Only the number of persons agreed in the offer may be accommodated, and not more than the capacity of the cabin (Chata u Paliho 2: 17 beds in 6 bedrooms; Chata u Paliho 1: 18 beds in 5 bedrooms). Accommodating additional persons requires the Operator’s consent.
• The guest takes over the cabin with its inventory and informs the Operator of any obvious defects immediately at check-in. At departure, the guest hands over the cabin in a condition corresponding to normal use.
• The guest is responsible for compliance with these Terms and the house rules by all accommodated persons, including children.

7. House rules

• Quiet hours are from 22:00 to 7:00. Please be considerate of neighbours and the surrounding nature.
• Smoking is prohibited inside the cabin.
• Fire pits and grills may only be used in designated places. The guest must follow fire safety rules and never leave a fire unattended.
• The sauna and the playground are used at the guest’s own risk. Children may use them only under the supervision of an adult. This does not exclude or limit the Operator’s liability for damage to health or any other damage for which it is liable by law.
• Pets are allowed only by prior agreement with the Operator.
• Please sort waste into the marked containers as instructed in the cabin.
• Parking is possible in the designated areas by the cabin, without blocking access for others.
• The guest must report any damage or malfunction to the Operator without delay. The guest is liable for damage to the cabin or its equipment caused by the guest, their companions or their pets, and must compensate it.

8. Complaints

1. If services are provided with defects (e.g. non-functioning equipment, agreed services not provided), the guest has the right to complain. A complaint should be made without undue delay and, where possible, during the stay, so that the Operator can remedy the issue on site.
2. A complaint can be made by phone on +421 903 990 002 or in writing by e-mail to info@chatyupaliho.sk, or to the Operator’s registered address. It should state what the guest is complaining about and what solution they seek.
3. The Operator confirms receipt of the complaint and decides on it immediately, or in more complex cases within 30 days of its submission. The guest receives a confirmation of how and with what result the complaint was handled.
4. If the complaint is justified, the guest is entitled to a remedy, an appropriate discount on the price or another solution under the law.

9. Alternative dispute resolution

If you are not satisfied with how your complaint was handled or believe the Operator has infringed your rights, you can first contact the Operator and ask for a remedy. If the Operator does not reply within 30 days or rejects your request, you can submit a proposal for alternative dispute resolution to the Slovak Trade Inspection (www.soi.sk) or to another alternative dispute resolution entity listed by the Ministry of Economy of the Slovak Republic (www.mhsr.sk). The supervisory authority is the Slovak Trade Inspection, Inspectorate for the Prešov Region.

10. Personal data protection

Information on the processing of personal data and cookies is available on the page Privacy and Cookies.

11. Final provisions

• These Terms are governed by the law of the Slovak Republic.
• The Terms are available in Slovak, English and Polish. In case of discrepancies between language versions, the Slovak version prevails.
• The Operator may update these Terms. The version in force at the time of booking applies to that booking.
• These Terms take effect on 8 October 2026.